The law requires that for residential parks, there must be at least one ‘Fit and Proper Person’ who is approved by the local authority for the area. Part of this approval process sometimes requires that the park is part of a redress scheme, such as the one offered by PARC.
Some advice can also be obtained through LEASE, an executive non-departmental public body that sponsored by the Department for Levelling Up, Housing and Communities and the Welsh Government, or through Citizens Advice.
Depending on the subscription that the park has, you can either refer the case to us directly or through the park owner. Please check the complaints policy that is in place for your particular park. In order to submit a case, the park must be a subscriber to our service and agree to operate within our guidelines.
Before submitting a case with us, you will need to have made a complaint direct to the park owner and given them 8 weeks to respond to you. Some park owners may include a referral to our service as the final stage of their complaints procedure and in that instance you can approach us as soon as you get to that stage.
There is no fee to lodge a case with us. Once we receive the details, we will contact the park owner and give them an opportunity to respond. When this is received, we will let you know and ask you whether you wish to continue with the case.
The costs of our service are normally paid by the park owner, but in some circumstances there may be a cost sharing arrangement. If there are any likely costs, we will advise you of this before we progress the case on to the next stage.
To ensure impartiality, we make sure that the person dealing with the case does not have any conflict of interest, for example by acting for the park owner on other matters. Where required, we appoint an external assessor to ensure that there is no conflict of interest.